As a Complaints Administrator, the post holder will work as part of a dynamic team in delivering an effective service supporting managers and staff in managing complaints. 

In particular the post holder will provide and coordinate administrative and secretarial services; including for example, the preparation of agendas and minutes, taking appropriate follow-up action as required. Supporting the team with the management of complaints (including holding a small caseload of non-clinical complaints), gathering information and undertaking enquires as and when is necessary for the head of department, teams and the department. 

The Complaints Administrator provides a triage service on behalf of the Regional Complaints Team in terms of all new incoming work into the team. They provide a “front of house” service to complainants, service providers and all stakeholders. They oversee standardised elements of the complaints process including acknowledgement, consent, records management, liaison with the Parliamentary and Health Service Ombudsman regarding requests for files. They will ensure that the CRM database is up to date and any contact and/or activity relating to a complaint is contemporaneously documented in the system (with attachments when relevant). They may be required to attend face to face meetings on and off site with patients, complainants and providers in order to facilitate local resolution. This could be at any stage of the complaints process.

Delivering High Standards 

To ensure the provision of a quality complaints service to the standards outlined in the Complaints Quality Framework and in keeping with the PHSO’s principles of good complaints handling and ‘My Expectations’ Promoting equality and reducing inequalities

To create an inclusive working environment where diversity is valued, everyone can contribute, and everyday action ensure we meet our duty to uphold and promote equality. Working with others

To work with external stakeholders and partners including commissioned services to provide a quality complaints service to our customers

To work in partnership with others and as part of cross directorate teams to deliver successful outcomes.

To coordinate activities of other officers in the awareness of the business agenda with specific reference to communication of directorate and corporate activities . Developing an excellent organisation

• To support the organisation’s ways of working, model its values and champion the
• Provide specialist secretarial/administration support and advice to the teams and/or Sector to support a number of initiatives by:
• Taking telephone calls for others in the department when they are out and expected to use their initiative when dealing with phone calls and messages.
• Managing the electronic diary for the department, including arranging and changing appointments, prioritising these as appropriate.
• Ensure all urgent and/or sensitive and confidential communications are received and distributed from/to relevant parties in a timely manner. This includes sensitive information about performers as well as confidential information about patients – this could information that is part of a serious incident or campaign
• Organising and planning events as directed, providing all necessary supporting in local materials.
• Supporting teams in complaints management and participating in department events.
• Required to input, monitor and check data produced and required for reporting on case and performance management but also for ensuring learning about themes and trends in complaints
• Supplying the relevant information required for financial management, supporting the head of department and teams by checking and sending invoices for payment. Responsible for ordering stationery and consumables for the department, ensuring they are kept securely.
• Developing and maintaining effective electronic and paper filing systems, to ensure that information is kept securely and is accessible to other members of the team.
• Preparing agendas, taking minutes and distributing notes of meetings
• including typing up of group discussions and interviews as necessary.

Supervises staff in day to day activities as directed, allocating and checking work as necessary.

Working together with other administrators/PA’s to provide an effective network of communication including dealing with visitors to the base and being flexible to cover other administrators’ general duties on the base.

Providing guidance and advice on relevant policies and procedures.

Participate in Research and Development activities as directed. 

• The Regional Complaints Team manage a caseload of formal complaints predominantly about primary care health services (as the commissioner of those services)
• The Team is responsible for ensuring compliance with the Local Authority Social Services and NHS Complaints Regulations 2009 and working within NHS England’s Complaints Policy
• The Team aspires to deliver NHS England’s Quality Framework for Complaints Handling
• The Team works with both the complainant and the service provider to try to resolve all complaints satisfactorily
• The Team uses the CRM complaints management system, in a contemporaneous manner to permit case and performance management reporting and also learning from themes and trends arising in complaints
• The Team works together to ensure a timely, yet quality response is provided to the complainant
• The Team is responsible for ensuring proactive and regular communication occurs with the complainant and service provider
• The Team recognises it is part of one organisation and works with the national team in Patient Experience and the Customer Contact Centre to continuously improve the service provided including participating in a Peer Review process

The Team will be part of positive and engaging relationships with key stakeholders including CCGs and the Parliamentary and Health Service Ombudsman and will also co-operate in either leading on, or being part of, multi-agency complaints.